East Midlands Railway (EMR) customers travelling to and from London can now benefit from a more convenient and smoother journey, thanks to a range of new enhancements and facilities at London St Pancras International.
EMR has relocated its ticket office to create a brand-new Travel Centre and Assistance Lounge, situated alongside Platforms 1–4.
This new space serves as a one-stop shop for all ticketing and travel enquiries.
As well as a ticket office, it includes a comfortable Passenger Assistance Lounge, providing a dedicated waiting area for customers who require assistance when travelling or who seek advice.
Additionally, the facilities include a fully accessible toilet and baby-changing amenities.
During the recent Christmas engineering works, access to the station for EMR services was temporarily paused while upgrades to the Midland Main Line took place. EMR seized this rare opportunity to carry out improvements and invest in more ticket gates at the station—installing five additional single gates and two wide-aisle gates.
This significant expansion allows EMR to speed up the boarding process and enables faster exits during busy periods.
Philippa Cresswell, Customer Service Director at East Midlands Railway, said:
“These improvements at London St Pancras International will be great for customers.
“The new Travel Centre and Assistance Lounge provide customers with a one-stop shop to buy tickets or get help completing their journeys, and the assistance space provides a clear location for those customers requiring additional support.
“The new ticket gates will also allow us to improve efficiency during busy periods, ensuring customers can board and disembark quickly and with ease.”
The improvements, funded as part of an agreement with High Speed 1 (HS1), represent a collaborative effort between EMR, Network Rail, and HS1 to enhance the customer experience at London St Pancras International.
The Travel Centre and Assistance Lounge is open at the following times:
- Monday to Friday: 05:45 – 23:15
- Saturday: 06:00 – 23:15
- Sunday: 07:15 – 23:15
